Review of one stop shops and customer services

About this review

Like all councils, we are facing significant funding pressures and through our council savings programme we are working towards delivering £22M of savings a year between now and 2020. Customer services, including one stop shops (OSS) and the contact centre have been identified as an area where a further saving of £60,000 a year by October 2017 could be found on top of £230,000 of savings which have already been achieved or are currently being implemented since 2014. These savings have predominantly been made from a substantial reduction in management and supervisory posts impacting both the contact centre and the OSS, along with a reduction in contact centre officer posts.

The consultation options

This project has identified options to achieve the £60,000 of remaining savings. On a pro-rata basis this would broadly equate to a loss of 2 to 3 FTE (full time equivalent) posts dependent on grade.

  • Option 1: Closure of the Thornbury OSS and replacement with a digital by default option – this is the council’s preferred option at this stage or
  • Option 2: Part time opening of Thornbury OSS and also either Patchway OSS or Yate OSS, or
  • Option 3: Further reduction of up to 3 FTE in the Corporate Contact Centre, equivalent to a 12.5% reduction in current contact centre resources and a 46% reduction overall in recent years.

The consultation document provides more details about the options that the council is considering for one stop shops and customer services.

Further information is also contained in the committee report considered by Policy and Resources Committee on 1 February 2016 (agenda item 16)

A copy of the initial draft equality impact assessment is available and we would also welcome comments on this.


Review of council accommodation

The council is reviewing the buildings that it currently runs services from on an area by area basis to explore whether savings of £928,000 could be made. This review has started by looking at the future of council buildings in Kingswood to explore how council office accommodation at the Civic Centre, library services, the one stop shop and other services could be located. Future stages of the accommodation review could impact on the location of one stop shop and library services in Yate, Thornbury and Patchway. Further details about this consultation can be found here.


Find out more and have your say

We welcome comments on the options outlined in this paper for one stop shops and customer services and to understand better what the impact of any changes could be on service users and the provision of services. The consultation is open between 22 February and 13 May 2016.

Further information is available from your local South Gloucestershire library and One Stop Shop.

You can find out more or tell us your views by:

  • Completing our consultation feedback survey (or download and return to us)
  • Email:  
  • Write to: FREEPOST RTCT-JXLE-EETT, South Gloucestershire Council, Corporate Research & Consultation Team, One Stop Shop Consultation, Civic Centre, High Street, Kingswood, BRISTOL, BS15 9TR
  • Phone: 01454 868154

We will be holding some staffed drop in sessions at our One Stop Shops where you can find out more and ask questions. 

  • 9 March 2pm to 7pm at Thornbury Library & One Stop Shop
  • 18 March 9.30am to 12.30pm at Yate One Stop Shop
  • 15 April 9.30am to 12.30pm at Patchway One Stop Shop
  • 18 April 4pm to 7pm at Kingswood One Stop Shop

If you would like someone to talk to your group or organisation about these proposals, please contact us using the details above to arrange.

This consultation has now closed and we are analysing the results, which will be published here in due course.


  • Opened
    22 Feb 2016 at 00:00
  • Closed
    13 May 2016 at 23:59


Consultation Topic
  • Customer service and satisfaction
  • Democracy and participation
  • Spending and budget
  • Voluntary and community sector issues
Geographical area
  • Almondsbury
  • Bitton
  • Boyd Valley
  • Bradley Stoke Central and Stoke Lodge
  • Bradley Stoke North
  • Bradley Stoke South
  • Charfield
  • Chipping Sodbury
  • Cotswold Edge
  • Dodington
  • Downend
  • Emersons Green
  • Filton
  • Frampton Cotterell
  • Frenchay and Stoke Park
  • Hanham
  • Kings Chase
  • Ladden Brook
  • Longwell Green
  • Oldland Common
  • Parkwall
  • Patchway
  • Pilning and Severn Beach
  • Rodway
  • Severn
  • Siston
  • Staple Hill
  • Stoke Gifford
  • Thornbury North
  • Thornbury South and Alveston
  • Westerleigh
  • Winterbourne
  • Woodstock
  • Yate Central
  • Yate North
Marking a consultation as relevant to a particular audience indicates that it may be of special relevance to people within that group. It doesn't, however, mean that other groups wont find the consultation of interest - we welcome responses from everybody.
For example, education issues may be of particular interest to Parents & Guardians, and so will be shown to people searching the system for parenting issues, but the views of others (eg: Business, Faith Groups) are also relevant.
Target Audience
  • All residents
  • Councillors / MPs / MEPs
  • General public
  • Partner agencies
  • Police
  • Service users
  • Staff
  • Town and Parish Councils
  • Voluntary and community groups / organisations
Contact Details

You can find out more or tell us your views by:

  • Email:  
  • Write to: FREEPOST RTCT-JXLE-EET, South Gloucestershire Council, Corporate Research & Consultation Team, One Stop Shop Consultation, Civic Centre, High Street, Kingswood, BRISTOL, BS15 9TR
  • Phone: 01454 868009